Associate Software Support Specialist - Tyler Technologies - Plano, TX |

Associate Software Support Specialist

Tyler Technologies | Plano, TX

Tyler Technologies
The Employer has temporarily removed this posting

Associate Software Support Specialist would be expected to continually grow and expand knowledge of the product.


Plano, Texas


  • Provide inbound phone, web or email software support to resolve client inquiries and problems which are easily solved.
  • Analyze data reports, forms, and web technologies commensurate with level of training and understanding.
  • Determine whether to resolve issues personally or to refer to a more experience team member.
  • Read and write SQL to resolve basic issues.
  • Responsibly communicate to all parties involved in issue resolution to meet and manage client expectations.
  • Use Tyler’s client management system to create, track, and/or update details on the specifics of client issue(s).
  • May assist with writing estimates for software modification specifications and documentation of support processes.
  • May submit client issues to development team for resolution as needed.
  • Perform Quality Assurance testing for software module upgrades/changes. Analyze results to ensure that software performs as required.
  • May create or enhance documentation throughout the support process.
  • Commit to expanding technological skills and knowledge of the Tyler products.


  • Bachelor's degree in related field or equivalent experience.
  • Excellent interpersonal skills.
  • Effective decision making and problem solving skills involving troubleshooting basic to moderate issues.
  • Strong organizational skills.
  • Effective analytical ability, particularly in a technical environment.
  • Excellent written and verbal communication skills.
  • Basic knowledge and understanding of database structures including fields, tables, views, database objects, etc.
  • Exposure to relational databases or SQL desired.
  • Exposure to .NET framework (involving HTML, XSL, XML, and related technologies) desired.
  • Knowledgeable with Microsoft Office.
  • Knowledge and understanding of software development tools a plus.
  • Ability to travel preferred.
  • Communicate professionally, clearly, and appropriately with clients and coworkers.
  • Determine the urgency of issues for each client and their placement in the prioritization of issues for their entire group of assigned clients.
  • Solve problems effectively in an ever-evolving environment.
  • Maintain an approachable and courteous demeanor in both verbal and written communication to ensure clients’ confidence in the organization.
  • Maintain composure under pressure.
  • Resolve issues of basic to moderate complexity utilizing knowledge of established guidelines, company policies, and contract specifications.
  • Work effectively both independently and in a team-oriented environment.
  • Effectively utilize available resources.
  • Accurately record all details and progress in incident tracking system(s).
  • Proactively improve knowledge and develop analytical and technical skills.

Job Code: 6018004-1
Posted On: 2018-02-21 03:31:57
Closing Date: Open Until Filled
Telecommute: No
Categories: Customer Service
Job Status: Full Time
Similar Jobs: Within 25 miles of 75094, Customer Service

Additional Contact Info

Phone: 207-518-4460